Question 1

How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?

Accepted Answer

We are sorry about your damaged parcel.Tip: If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.I am the recipientIf you are the recipient of the parcel, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund).If you have received a damaged parcel from Belgium, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents.If you have received a damaged parcel from abroad, please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.I am the senderIf you are the sender of the parcel, it is best to contact our customer service via our online form. This way you can immediately provide all the necessary information and documents to process your file. In case of damage, your complaint must be submitted to us within 7 calendar days.

Question 2

Does bpost also handle my return via couriers like DHL, Mondial Relay and DPD?

Accepted Answer

bpost also delivers parcels for DHL in Belgium. You must attach a valid DHL shipping label on your return shipment. Your parcel will be delivered to the original sender by DHL.A parcel that is delivered by a different postal service can always be sent back with bpost. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail.The price depends on the weight, the size and the destination. Use our online tool to calculate the price of your parcel.One of our partners is responsible for the delivery of your return shipment outside Belgium.

Question 3

How should I return a parcel?

Accepted Answer

You have two options.The original sender provided a return label:Attach the return label to the box.Bring the parcel to a bpost Post Office, Post Point, Parcel Point or Parcel Locker, give it to the postman when he delivers you a parcel or have it picked up.The original sender did not provide a return label:&nbsp;Purchase a shipping label online, via our eShop, or in a Post Office, Post Point or Parcel Point. The price depends on the weight and size of your parcel and the destination.Attach the shipping label to the box then bring the parcel to bpost or have it picked up.If you know that you will send the parcel back, even before it is delivered, then refuse it at the door. We will return it to the original sender.

Question 4

Can I hand in my return shipment at a Post Office or Post Point, give it to the postman or leave it in a bbox locker?

Accepted Answer

Yes, you can, as long as your return is arranged through bpost. Depending on the Drop-off point, you will need to take into account the dimensions of your parcel.Delivery of your return shipment to a Post Office or Post PointIf you deliver your return shipment to a Post Office or Post Point, the longest side of your parcel may not exceed 1.5 m in length and the total length (1 x length + 2 x width + 2 x height) may not exceed 3 m.Delivery of your return shipment in a bbox lockerIf you are delivering your return shipment to a bbox locker, please note the following maximum dimensions: 42 x 31 x 58 cm.Delivery to the postmanYou can also hand over your return to the postman when he delivers a parcel. Make sure your return is ready for shipment, with the return label attached, and weighs no more than 30 kg. That way it can be handed over immediately. Please note that the postman may refuse your parcel if it does not meet the conditions, or if he is unable to take it with him safely.Have a return shipment picked upIf you wish, we can come and collect your return. Your parcel may weigh up to 30 kg. The longest side may also be no more than 1.5 m long and the total length (1 x length + 2 x width + 2 x height) no more than 3 m. The rate for a pick-up depends on where we have to pick up your parcel.You can request a pick-up online or by calling 02 278 50 44.If you request a pick-up online before 11.30 am or by phone before noon, the postman will come and collect your parcel(s) the same day between noon and 5 pm. If you contact us later during the day, he will come the next working day.Stick a bpost shipping label on each parcel. That label is not included in the price of the collection on request.Find a Drop-off point

Question 5

What are the conditions for giving my parcel to the postman?

Accepted Answer

To send or return your parcel with the postman, the following conditions apply:&nbsp;The postman must first deliver a parcel to your home address. You can't just leave it ready at the door or approach the postman in the street.Your parcel cannot weigh more than 30 kg.You are allowed to give the postman maximum 2 parcels per visit.Your parcel must be ready for shipping with a shipping or return label from bpost on it.Keep in mind that the postman can refuse your parcel if it does not meet the conditions or if they cannot transport the parcel safely.

Question 6

How much does it cost to return a parcel?

Accepted Answer

If the original sender offers you the option to return your parcel, then you have two options:The return shipment is free.The return shipment is not free. Either you must pay part of the costs yourself in the Post Office or Post Point where you turn in your return shipment, or the original sender deducts a small return fee from the amount that he refunds.If the original sender does not offer any return options, then you must send your parcel as a regular shipment. In that case, the price of your parcel depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.

Question 7

My return shipment doesn't seem to be moving in Track & Trace. Who can I contact?

Accepted Answer

If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed.I used the return label of the sender or webshopIf you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment.I bought a return label via bpostPlease contact our customer service using the online form at the bottom of this page in the following cases:If the status of your return shipment within Belgium has not changed for several consecutive workdays .If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays.If the status of your return shipment to another country has not changed for at least 10 workdays.

Question 8

How to send or return my parcel through the postman?

Accepted Answer

When the postman rings your doorbell to deliver a parcel, you can also give him another parcel that you want to send. This is handy if you want to return a parcel to a webshop, for example. There are, however, a few conditions before you can hand your parcel to the postman:Your parcel must be ready for shipmen with the shipping or return label attached.Your parcel cannot weigh more than 30 kg.The postman will only accept your parcel if he needs to deliver another one to your address, so you can't just leave it next to your letterbox.Bear in mind that the postman can refuse your parcel if it does not meet the conditions, or if he cannot take it with him safely.

Question 9

Will bpost pick up my parcel?

Accepted Answer

If desired, we will pick up your return shipment at your home. The price for the ‘Pick-up on demand’ service depends on where we must pick up your parcel.You request a pick-up or collect online.If you request a pick-up online before 11:30 or via phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday.Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up.You can have multiple parcels picked up simultaneously: maximum 1.5 m³ and 500 kg per pick-up. Each parcel can weigh maximum 30 kg.

Question 10

What if my return shipment gets lost?

Accepted Answer

In that case, the company or person who pays for the return shipment is entitled to compensation.If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns.If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:there is a return label in your parcelyou refused the parcelthe parcel could not be delivered to youIf you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.

Question 11

Where do I find the return label for my return shipment?

Accepted Answer

If the original sender offers you the possibility to return your parcel, then there are three possibilities:The return label is in the parcel.You download the return label from the sender's online shop and print it at home.Some senders allow you to have the return label printed in the Post Office or Post Point where you send the parcel back.If the original sender does not offer any return options, then you must create and purchase a shipping label.

Question 12

How can I follow my parcel online (with the same barcode as upon receipt)?

Accepted Answer

You can follow your parcel online with Track &amp; Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Please note: that is a different number than the number on the label of your original parcel.Be sure to enter the correct postcode:If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel.If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.

Question 13

I received a parcel that is not intended for me. What should I do?

Accepted Answer

If you get a parcel that is intended for someone else, then you shouldn't use the return label. Bring the parcel to a Post Office. Tell the counter clerk that the parcel was delivered to the wrong address. We will make sure that it is delivered to the correct address.

Question 14

Do I need proof that my return is sent if I want the money from my purchase back?

Accepted Answer

The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back.The barcode on the label is scanned in the Post Office or Post Point to send the parcel, or the postman taking your parcel scans the label for shipment. The original sender sees when the parcel is scanned in our Track &amp; Trace tool. You can always take a screenshot of the Track &amp; Trace tool or the My bpost app and e-mail it as proof.If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender.You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'confirmation of receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up point, you will receive an e-mail or text message.If none of this is sufficient for the sender as proof, please contact our customer service.

Question 15

What are the maximum size and weight of a return shipment?

Accepted Answer

If you want to return a parcel within Belgium or abroad, then:Your parcel may not weigh more than 30 kgThe longest side may not be longer than 1.5 mThe total dimension may not be greater than 3 m (1 x length + 2 x width + 2 x height)To return a parcel of maximum 2 kg abroad, different maximum dimensions apply:The longest side is maximum 60 cmAll dimensions together are maximum 90 cmIf the parcel is a cylinder: maximum 60 cm long and 20 cm diameter

Question 16

How long is a return shipment in transit?

Accepted Answer

The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender.bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer.You can always follow your return shipment with Track &amp; Trace or the My bpost app.Follow your parcel

Question 17

Where do I find the barcode of my return shipment?

Accepted Answer

If the original sender provided a return label, then the barcode of your return shipment is on the return label. You can also find the barcode on the sender's website or in the e-mail that you received from us announcing the delivery of your parcel.If you purchased a shipping label, then the barcode is in the e-mail that you received or on the Shipping Receipt issued by the Post Office or Post Point.

Question 18

I received a parcel from UPS. Can bpost help me with the return shipment?

Accepted Answer

You can always return your parcel with bpost, even if it was delivered by a different postal service. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail.The price depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.

Question 19

How will I know when my parcel is delivered?

Accepted Answer

You can follow your parcel online with Track &amp; Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Be sure to enter the correct postcode:If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel.If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.You will be notified in the app when your parcel is delivered.If you create and purchase a shipping label, you can click on the 'Confirmation of Receipt' option. You will receive a text message or e-mail regarding the status of your parcel:When the parcel is delivered.When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point.When the addressee has not collected it from the Post Office or Post Point.

Question 20

How do I arrange a return outside Belgium? Do I have to pay customs fees?

Accepted Answer

ou only need to attach a shipping label on a parcel that you return to a country within the EU. For a parcel that you return to a country outside the EU, you must also provide customs documents.If the original sender doesn't provide a return label, then you can purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point.You do not have to pay any customs fees. Only the receiver of your parcel must pay customs fees, and only for return shipments outside the EU. Contact the original sender to see if he/she offers return options whereby he/she doesn't have to pay customs fees.If he/she does not have such an option, then he/she pays the customs fees that are applicable in his/her country.The customs documents for a return shipment to a country outside the EU:The CN23 part of the shipping label or a CN23 document. That indicates what is in your parcel. You attach the label on the box.The original invoice or pro forma invoice and 3 copies.If the shipment is worth more than €1000, a Single Administrative Document is also required.

Question 21

I received a parcel with the wrong contents. What should I do? Who will deliver the correct parcel?

Accepted Answer

If the contents of your parcel do not correspond with what you ordered, then you must contact the original sender of your parcel. Ask him/her to send the correct parcel. You will usually be asked to return the incorrect parcel first.If the sender offers you the option to return your parcel, then attach the return label on the parcel and send it back. The return label is in the package, or you can download and print it from the sender's website or from an e-mail from the sender.If the sender does not offer any return options, then you can purchase a shipping label. Attach that on top of the shipping label of your original parcel and bring the parcel to a Post Office, Post Point, Parcel Point or Parcel Locker to send it back.

Question 22

How do I create a mailing label? How long does it remain valid? Where do I have to attach it?

Accepted Answer

If the original sender does not offer any return options, then you must return your parcel and purchase a shipping label on our website, in the eShop or in a Post Office, Post Point or Parcel Point. The shipping label is valid for 3 months, but you should ask the original sender how much time you have to send your parcel back.You attach the shipping label firmly on your parcel with tape. It must not come loose. Make sure that the entire shipping label is legible. The barcode must be visible immediately. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered.If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered.

Question 23

What is a return shipment?

Accepted Answer

A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations.You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel.Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels.Discover how to send your parcel back&nbsp;Send your parcel

Question 24

Will I get the money from my purchase back?

Accepted Answer

The original sender of your parcel is responsible for any refunds. The original sender determines:Whether he/she refunds your purchaseWhat you must do to receive a refundWhether he/she makes a partial or full refundWhen you can expect the amount on your account.Contact him/her to learn the details.

Question 25

Will I receive proof that my parcel was returned successfully?

Accepted Answer

If you purchase a shipping label on our website or in a Post Office or Post Point, then you can choose the Confirmation of Receipt option. In that case, you will receive a text message or e-mail when your parcel is delivered.You can also follow the status of your parcel via Track &amp; Trace or the My bpost app with the barcode number on your shipping label or Shipping Receipt. You will not receive written proof, but you can see online when your parcel is delivered.

Question 26

Which postcode should I enter in Track & Trace to follow my return shipment online?

Accepted Answer

If there is a return label in your parcel, then enter the postcode on the original shipping label that is attached to the parcel.If you have to create a shipping label, then enter the postcode of the receiver of your parcel.

Question 27

Can I use the same packaging or do I have to purchase new packaging?

Accepted Answer

If the original packaging is still in good shape, then you can reuse it to send your parcel back. Remove the original shipping label or place the return label on top of it.If the original packaging is damaged or cannot be securely closed, use alternative packaging. In our eShop, you'll find reusable boxes in various sizes.

Question 28

How should I pack my return shipment?

Accepted Answer

Just like you pack regular mail:Protect the contents properly.Provide suitable and sturdy packaging with the correct dimensions.You can use a bpost box or your own box. If the box is still in good shape, then you can reuse it to send your parcel back. Remove the original shipping label or place your return label on top of the original shipping label.

Question 29

Is a return label the same as a mailing label?

Accepted Answer

If the online shop provides a label for sending your order back, it is called a return label.If you must purchase a label on our website or a Post Office, Post Point or Parcel Point, it is called a shipping label.

Question 30

The website where I ordered my parcel says 'free returns', but bpost is still charging shipping fees. Why is that?

Accepted Answer

If the counter clerk at your Post Office or Post Point asks you to pay, then the return shipment is not free. Read the terms and conditions for returning parcels on the website of the online shop. Your return shipment is probably an exception to the free returns policy.

Question 31

What is the safest way to send my parcel back?

Accepted Answer

You can also choose an additional guarantee and signature. This protects you against damage or loss up to €500. Or you can choose a receipt if you want to receive a message as soon as your parcel has been delivered.Guarantee and signatureWith this additional guarantee your parcel is protected against damage and loss, and the postman asks the recipient to sign for receipt.Proof of DeliveryYou get a text message or e-mail regarding the status of your parcel:When the parcel is delivered.When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point.When the addressee has not collected it from the Post Office or Post Point.You can easily create your shipping label online. Print it out and bring your parcel with the label on it to a Drop-off point or give it to the postman.

Question 32

What is the cheapest way to send a parcel back?

Accepted Answer

If the original sender provides a return label, then you can send your return shipment back for free or almost for free.If the original sender doesn't provide a return label, then you must create a shipping label. The cheapest way to do that is online.

Question 33

Should I purchase a mailing label in the Post Office or online?

Accepted Answer

You can purchase a shipping label on our website or in a Post Office, Post Point or Parcel Point.You can create your shipping label on our website then print it. That is the cheapest.&nbsp;

Question 34

Should I contact the online shop before I send the parcel back?

Accepted Answer

Some online shops allow you to indicate that you will be returning a product or item. Be sure to do that so the online shop knows that your return shipment is coming.Online shops that do not offer that option should be contacted to warn them you will be returning your parcel.

Question 35

There is already a return label in the parcel that I want to send back. Should I use that label?

Accepted Answer

If there is a return label in your parcel, then you should use it. That usually means that you can send back your return shipment for free. If you want to be sure, check the website of the original sender.

Question 36

Which evidence should I provide to prove that the contents of my parcel are incorrect?

Accepted Answer

If the contents of your parcel do not correspond with what you ordered, then you must contact the original sender of your parcel. He/she will tell you what you must do.

Question 37

Can I place multiple return shipments for the same online shop in one parcel?

Accepted Answer

Yes you can. But if you want to follow the status of your return shipments and guarantee the quality of your return shipment, you shouldn't do it.

Question 38

For more information about return shipments – the address and the refund – you should check the website of the seller.

Accepted Answer

Read the return instructions on the website of the online shop. That's where you'll find the address where you should send your parcel and how the refund is organised.

Question 39

How do I prepare my return shipment?

Accepted Answer

Just like you prepare to send any parcel. If the box is still in good shape, then you can use it to send your parcel back. Remove the original shipping label or place the return label on top of it. Always check the instructions of the original sender first to discover if you need to do something before turning in your return shipment to a Post Office, Post Point or Parcel Point or leaving it in a Parcel Locker, or if you give it to the postman.

Question 40

There is no return label in my parcel. Can I have the return shipment paid for by the original sender?

Accepted Answer

You must ask the original sender of your parcel about that. If he/she is willing to do that, then ask him/her to create the return label online and e-mail it to you.

Question 41

How much time do I have to return the parcel with the wrong contents and get a refund?

Accepted Answer

Find out how much time you have to return your parcel and how you can get a refund on the website of the original sender.

Question 42

I have a return label but I still have to pay for my shipment. How is that possible?

Accepted Answer

The original sender of your parcel determines the return terms and conditions. You might have to pay for part of the return shipment. Always check the return terms and conditions on the website of the original sender in advance, or contact the original sender.

Question 43

What happens to my parcel after the postman takes it?

Accepted Answer

Once the postman finishes their round, they bring your parcel to the nearest distribution centre. From there, your parcel is sorted and starts its journey to the recipient. You can follow the status of your parcel with Track &amp; Trace and the My bpost app using your barcode.

Question 44

Can I buy packaging somewhere for my return shipment?

Accepted Answer

You can buy packaging in:Post OfficePost PointParcel Point (depends on stocks in the shop)eShop

Question 45

Should I inform the online shop that I will be returning the parcel? Or will bpost inform them?

Accepted Answer

Be sure to check the website of the online shop to see what their guidelines are regarding returning parcels. As soon as we have received your return shipment, the online shop will receive a message from us that a return shipment is in transit.

Question 46

Can I add an extra option to my return shipment, for example a Proof of Delivery?

Accepted Answer

That is possible if you purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point.

Question 47

Can I only trace bpost parcels or also those of other postal services?

Accepted Answer

You can follow the parcels of all postal services in the My bpost app.

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